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Complaints Policy

Our customers are our lifeblood, and doing the right thing by our customers is one of the cornerstones of our business.

Please get in touch with us if you have any feedback (good or bad) regarding our service. Your feedback is important to us to ensure that we are continually improving our service.

If you have any complaints, please get in touch with us so we can do everything within our power to resolve your issue.

Installment Loans Complaints Process.

1. Contact us to lodge your complaint.

To make things easy for you, we provide a variety of contact methods for you to get in touch. Choose the contact method you are most comfortable with. Our contact details are below for your convenience:

Phone and speak to our friendly team on 0424 102 033
Email us at info@installmentloans.com.au
Complete our online complaints form via our website.
Fax us on 0424 102 033
Or you can write to us at PO Box

2. Notification within 2 business days of us receiving your complaint.

If you contact us in writing, we will notify you to let you know we have received your complaint within two business days of our receipt.

To make sure you are kept in the loop, your notification will also include some information explaining how our complaints procedure works and about any other relevant procedures we may need to undertake.

3. Complaint resolution within 24 hours.

Our goal is to provide a resolution as soon as possible, and most of the time we can resolve your complaint immediately.

If we need to escalate your complaint to a more senior team member, it may take a little longer.

If we identify that the complaint needs to be handled by the lender, we will advise you of the next steps forward.

4. Complaints which take longer than 24 hours to resolve.

There may be times we need to spend more time working on your complaint. The process below outlines how we will handle your complaint in this instance.

Documentation in the complaints register.

All complaints that cannot be resolved within 24 hours are documented by us in our Complaints Register.

We may contact you:

  • If we need to gather more information.
  • To request for you to complete a complaints form

If you have lodged a complaint over the phone, our team should have collected the required information and will complete the complaint form on your behalf.

Investigation

Once we have all the required information, one of our Complaints Officers will thoroughly investigate your complaint.

They will coordinate and manage the investigation of your complaint and can be contacted via phone 0424 10 22 33 or email info@installmentloans.com.au

Outcome

We endeavour to resolve complaints within 21 days. If this is not possible, then your Complaints Officer will be in touch with you regularly with updates.

Steps to take if you are not satisfied with the outcome of your complaint

If you are unsatisfied with our Internal Dispute Resolution processes and the outcome of your complaint, you can seek assistance from an external body.

External Dispute Resolution

External Dispute Resolution is the next course of action. This can help if you are:

  • Unhappy with the answer to your complaint
  • You are not satisfied with the offer you have received.
  • You have not had a response to your complaint within a reasonable time.

Credit Contract Disputes

If your dispute is regarding your credit contract you must contact your credit provider for more information and attempt to resolve your complaint with them before contacting an external dispute resolution scheme.

Financial Complaints - External Body

The Australian FInancial Complaints Authority (AFCA) provide fair, free independent dispute resolution for financial complaints.

You can complain to the AFCA online or you can contact them on 1800 931 678, Monday to Friday, 9am-5pm AEST. You can also email info@afca.org.au, write to them at Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3000.

Privacy Complaints - External Body

If you need to escalate a complaint regarding the privacy this matter can be taken up with the Privacy Commissioner. You can contact them via phone on 1300 363 992, or email them on info@oaic.gov.au, write to them at The Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 2001 or fill in a complaints form online.

8 Budawang Street, Parkinson, QLD 4115, Australia
Australian Credit Licence No.:389610
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